People want to be seen, they want to be appreciated for their business, they want their concerns listened to, they want to know they are valuable to you.
If you don’t provide that, you lose them.
Reactivating Lost Customers is a crucial aspect of marketing because it can significantly impact your business’s bottom line. The cost and effort of acquiring new customers is much higher than the cost and effort of retaining existing ones.
- They stop liking or wanting what you offer
- They get lured by a competitor
- The get referred elsewhere
- They die
- They move
But the biggest reason they stop frequenting your business is that they don’t think you care about them – this is a big hole in your bucket that you CAN fix.
The items circled in red are the holes you can plug – making
customers much more likely to choose you over all their other options.
It’s imperative to have a customer list with their contact information, so that you can track their visits and know their spending routine. Then, when they stop coming, you can get notified so that you can use a more targeted marketing campaign to reignite them.
An important ingredient in every marketing calendar is a targeted, creative campaign to reactivate Lost Customers – it is a HUGE mistake not to focus on this valuable opportunity.
Lost Customers have already visited your business. They know where you’re located. They like your products and services. They trust what you do. They’ve joined your Rewards Program! These are all significant milestones in the customer relationship, and you can leverage that to your advantage.
We recently helped one of our clients reactivate over 250 members by tackling Lost Customers in batches each month using a multi-media campaign. Our Lost Marketing Campaign works with our Member App, a direct mail, emails and texts.
You can’t reignite everyone, you need to have realistic expectations. But you CAN bring back a percentage of them, turning them from Lost Customers into repeat customers.